IT Support Manager

Company Shop Group; Tankersley; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

Company Shop Group is seeking an IT Support Manager to lead the delivery of all IT support functions in a hybrid role based in Tankersley, Barnsley. The role focuses on meeting SLAs, managing outsourced services and vendors, and ensuring stable, secure IT operations across the business.

You will oversee the IT service desk, drive performance improvements, and mentor the support team while aligning with group IT security policies. Hybrid work requires 3 days in the office and 2 days remote.

Qualifications

• Experience leading IT support in a fast-paced environment, preferably retail.
• Strong leadership and mentoring skills with a track record of delivering service improvements.
• Hands-on technical capability to support and design IT services and infrastructure.

Responsibilities

• Own IT support delivery and SLA management for the business.
• Manage outsourced services and vendor relationships to align with IT roadmap.
• Oversee IT service desk operations, ensuring high-quality support and timely resolution.
• Coordinate network/infrastructure management tools for performance, health, monitoring and alerts.
• Lead and develop the IT team, providing training and guidance as needed.
• Support security and group IT policies, reporting breaches as required.

Skills

IT leadership

Team management

IT service desk

Vendor management

Network infrastructure

Security awareness

Documentation

Job description

IT Support Manager

Location: Tankersley, Barnsley

Salary: Competitive salary

Hours: 40 hours per week 08:30-5:00pm Monday-Friday (Hybrid- 3 days in the office, 2 days from home)

Company Shop Group (CSG), part of Biffa, is the largest commercial redistributor of surplus food and household products in the UK. We enable some of the biggest retailers, manufacturers, food service, and logistics providers to unlock value from surplus stock, which may have otherwise gone to waste. The surplus we handle is redistributed through our Company Shop stores and our award-winning social enterprise Community Shop, where we build stronger individuals and more confident communities. Working with our partners, we deliver an incredible impact, and we're proud to be a good business doing good. We believe different ideas, perspectives, and backgrounds are key to developing a creative and effective working environment, which is why you’ll find us championing diversity and equality at every turn.

Role Summary

The primary responsibility of this role is the delivery and ownership of all IT support functions, ensuring that SLAs are defined and responses meet the expectations and requirements of the business.

Key responsibilities include:

• Management of Outsourced Services and Vendors: Ensure alignment with the future roadmap of our technology strategy.
• Network/Infrastructure Management Tools Utilisation: Ensure these tools enable and enhance the performance management, health, monitoring, and alerting of applications and systems.
• Ownership of IT Service Desk Functions: Maintain service levels, ensure high-quality support delivery, and build consistency, credibility, trust in IT business services.
• Service Communications: Provide detailed analysis and diagnosis of IT support issues to deliver and maintain stable, reliable, and agile IT services.
• Vendor Management: Work directly with third-party vendors to manage external and remote support resources, ensuring their service delivery meets necessary support instances.

This role will be trusted by our end users to provide timely and accurate solutions to their technical issues, as well as by IT line managers and departments.

Accountabilities and Responsibilities

• Coordinates training and orientation for new IT staff and familiarise them with IT services and support deliverables
• Organises support, troubleshooting and repair for IT equipment and networks.
• Maintain an asset register for all IT hardware.
• Establish relationships with technology vendors.
• Oversee the team including education, and training.
• Has a thorough understanding of available technology and new innovative solutions and releases
• Support the Head of Department in the day to day running of the department, to including attending meetings and project calls if required in their absence.
• Develops work Objectives and identify and improve working practice.
• Ensure continuous alignment and adherence to group IT strategies for security and technology delivery
• Report security breaches and take appropriate action in line with Group policies and procedures

Knowledge, Skills and Experience

• Technical experience gained in a fast-paced industry, preferably retail environments
• Significant experience in management and leadership of a support team
• Technically hands on and capable of supporting, leading and mentoring the support department.
• Strong organisation and documentation skills
• Managing and ensuring best practice delivery of performance, security, monitoring, maintenance and uptime availability of the business application systems
• Technical ownership of the business stakeholder relationship
• Excellent analytical skills
• Organised and able to manage conflicting work demands.
• Offer service level improvements, development and change management